Customer Service & Operations Unit Leader

NatWest Group; Saint Helier; On-site; GBP 52,000 - 76,000; Full time

Job summary

NatWest Group is seeking a Customer Service & Operations Unit Leader in Jersey to lead a team responsible for delivering successful customer and business outcomes. You will optimise capacity, manage escalations, and monitor performance targets while driving improvements in productivity and service levels.

Your role involves re-engineering processes, coaching colleagues, and ensuring training plans and accreditation are in place.

Qualifications

• Experience leading teams in financial services.
• Ability to manage budgets and targets.
• Proven track record in process improvements.
• Strong stakeholder engagement.
• Understanding of risk, compliance and legal issues.

Responsibilities

• Lead process re-engineering and automation initiatives with support functions.
• Ensure engagement and development of colleagues with training plans and accreditation.
• Achieve SLAs, use resources optimally and reduce costs where possible.
• Define performance targets and report critical MI for informed decisions.
• Deliver cost-effective measures and contribute to simplifying the organisation.

Skills

People management

Budgeting

Performance targets

Process improvement

Stakeholder management

Job description

Join us as a Customer Service & Operations Unit Leader

• If you have good team leadership experience, this is a chance to take on a role with responsibility and exposure to internal and external stakeholders
• We'll look to you to understand and drive the performance of the team, with solid budgeting and financial management of targets
• You'll deliver improvements in productivity, efficiency and service performance by coaching, inspiring and developing your people
• If you don't currently live in Jersey, you'll need to specifically state in your CV that you have the right to live and work here to be considered for this role

What you'll do

As a Customer Service & Operations Unit Leader, you'll be delivering successful customer and business outcomes by making sure that your unit is efficiently planned. We'll look to you to focus on optimising capacity and managing operational escalations, disputes and risks. You'll be working to really understand what our customers need and actively reviewing performance targets and helping the team to identify trends and address areas of improvement.

Your responsibilities will include:

• Leading process re-engineering and automation initiatives, collaborating with support functions to do so
• Ensuring the engagement and development of colleagues, making sure that a plan in place for training and accreditation
• Making sure that SLAs are achieved, using resources optimally and reducing costs where possible
• Approving and maintaining up-to-date process documents, contributing to the definition of performance targets, measurement and the reporting of critical MI to enable the right decision making
• Delivering cost effective measures within the team and contribute to simplifying the organisation

The skills you'll need

We're looking for someone with good people management skills, with the ability to successfully engage and motivate teams to success. Alongside this, you'll have an understanding of people processes and policies. We'll also expect you to have the ability to review processes with an analytical mind-set and maintain a focus on continuous improvement.

You'll also need:

• Experience of working in a financial services environment, with knowledge of the industry and its customers
• Some knowledge of our products, processes and banking systems
• An understanding of risk, compliance and legal issues in different jurisdictions